Screen sharing will be offered by an agent on our Fan Support team. The session will allow the team to assist you more effectively by temporarily viewing your screen, with your permission.
1. The agent from our Fan Support team will send you a link by SMS or Email. The links you will receive will look like the one in the below image.
2. Once you have clicked on the link, you will get the below message. This is asking you if you would like to start the session, to which you will click ‘Yes’.
3. Once you have clicked ‘Yes’ you will be asked to Install the app or Start Session. If this is your first time using this, then you will need to ‘Install App’. Next time you use this you can click ‘Start Session’. If you are using your computer, you will only get the ‘Start Session’ option.
4. After selecting ‘Install App’ this will take you to the App Store where you will need to download “BeyondTrust Support” (You will only need to download this when using this system for the first time)
5. Once you have downloaded the app you will need to go back to your browser and select ‘Start Session’. You will then be directed back to the app where you will get this pop-up message. For the agent to view your device you need to click ‘allow’.
6. For you to be able to come out of the app and for the agent to still be able to see your devices screen you will need to click the ‘black circle’ button. You will be prompted by the agent to do this.
7. Once you have clicked on the black circle button, you will be prompted with the below. Select ‘Start Broadcast’.
8. Once you have selected ‘Start Broadcasting’ you can use your phone to show the agent what it is that you need further support with. The red light at the top of your screen indicates that you are sharing your phone with the agent.
9. To end the session, you need to go back on to the Beyond Trust App and click the ‘red X’ in the top left-hand corner. You will be asked again if you want to end the session once you have clicked the ‘red X’
10. Once the session has ended you will be asked to complete a short survey.
11. Please note, the links shared with you have a time limit on them and will expire if not used within that time. You will know this by getting the below message when you have clicked on the link.
You will need to contact the agent for a new code so you can then carry out your screen sharing session. 
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